127

CHAPTER – IV

A STUDY ON CUSTOMER PREFERENCE AND SATISFACTION

TOWARDS VARIOUS PRODUCTS AND SERVICES IN SAMPLE

BANKS

The main aim of this chapter is to analyse customer preference and

satisfaction towards various I.T. based products and services offered by SBI

and ICICI banks. This chapter deals with the examination of the various products and

services offered by SBI and ICICI banks with the application of frequency

distribution technique. One sample t-Test has been exploited to study the

customer preference for products and services in SBI and ICICI banks. Further

k-means cluster analysis tool has been applied to group the bank customers

into different clusters based on the level of satisfaction on the computerized

services, Core banking, ATM services, Internet banking and Mobile / SMS

services and overall satisfaction of customers on various services provided by

SBI and ICICI banks. Variables like Bank Employees attitude towards

attention of Customers, Transparent information, Service quality, Service

charges, Privacy, Quickness of service, real time response, reliability and

Economy banking with visiting bank have been taken for assessing overall

satisfaction of the Sample bank customers. To evaluate the satisfaction of SBI

and ICICI customers the non-parametric chi square analysis and Mann

Whitney non parametric test are applied.

128

Table 4.1 contains the various traditional products and their association with

SBI and ICICI bank.

Table 4.1 Traditional Products

Variables

Yes No Total Grand Total

S.B.I ICICI S.B.I ICICI S.B.I ICICI

No. % No. % No. % No. % No. % No. % No. %

Savings Bank A/c 267 100 279 100 - - - - 267 100 279 100 546 100

Current A/c 196 73.4 212 76 71 26.6 67 24 267 100 279 100 546 100

Fixed deposit A/c 218 81.6 223 79.9 49 18.4 56 20.1 267 100 279 100 546 100

Recurring Deposit A/c 235 88 250 89.6 32 12 29 10.4 267 100 279 100 546 100

O.D. A/c 161 60.3 174 62.4 106 39.7 105 37.6 267 100 279 100 546 100

Loan A/c 191 71.5 207 74.2 76 28.5 72 25.8 267 100 279 100 546 100

Inference

It is observed from the above table that in SBI and ICICI banks 100%

of customers have an access with savings bank account, the percentage of

customers holding current account in SBI is 73.4% and in ICICI bank is 76%.

The fixed deposit account benefit is availed by 81.6% of customers in SBI and

79.9% of customers in ICICI. The Recurring Deposit service is acquired by

88% of customers in SBI and 89.6% of customers in ICICI bank. The

overdraft account (OD. A/c) service is obtained by 60.3% of customers in SBI

and 62.4% of customers in ICICI bank. In SBI 71.5% of customers avail the

facility of loan account and in ICICI bank 74.2% of customers are provided

with that service.

129

Table 4.2 contains Information Technology based products and theirs

association with SBI and ICICI bank.

Table 4.2 Information Technology based products

Variables

Yes No Total Grand Total

S.B.I ICICI S.B.I ICICI S.B.I ICICI

Number % Number % Number % Number % Number % Number % Number %

Recurring deposit 220 82.4 236 84.6 47 17.6 43 15.4 267 100 279 100 546 100

Annuity deposit scheme

236 88.4 241 86.4 31 11.6 38 13.6 267 100 279 100 546 100

Flexi deposit scheme

175 65.5 192 68.8 92 34.5 87 31.2 267 100 279 100 546 100

Current A/c 172 64.4 154 55.2 95 35.6 125 44.8 267 100 279 100 546 100

Premium savings A/c 192 71.9 192 68.8 75 28.1 87 31.2 267 100 279 100 546 100

Savings Plus A/c

124 46.4 143 51.3 143 53.6 136 48.7 267 100 279 100 546 100

Rent plus scheme 90 33.7 111 39.8 177 66.3 168 60.2 267 100 279 100 546 100

Medi plus scheme 121 45.3 158 56.6 146 54.7 121 43.4 267 100 279 100 546 100

Basic banking -

no frills A/c 197 73.8 189 67.7 70 26.2 90 32.3 267 100 279 100 546 100

130

Inference

Table 4.2 highlights the Information Technology based products of

SBI and ICICI banks. In SBI 82.4% of customers are in the use of Recurring

deposit account and in ICICI bank it was 84.6% of customers. In SBI 88.4% of

customers were availing the benefit of Annuity Deposit scheme and in ICICI

bank it was 86.4%. The flexi deposit scheme is operated by 68.5% of

customers in SBI and 68.8% of customers in ICICI bank. In SBI 64.4% of

customers are in use of current account and 55.2% of customers in ICICI bank

The premium savings account is carried by 71.9% of customers in SBI and in

ICICI bank 68.8% of customers are availing the service of premium saving

account. Regarding the savings plus account, in SBI 46.4% of customers

obtain the service and 51.3% of customers in ICICI bank make use of the

savings plus account service. In SBI 33.7% of customers avail the rent plus

scheme service and ICICI bank 39.8% of customers acquire the service of the

same scheme. Medi plus scheme service is derived by 45.3% of customers in

SBI and 56.6% of customers in ICICI Bank. Finally the basic banking no-frills

account is operated by 73.8% of customers in SBI and 67.7% of customers in

ICICI bank.

131

Table 4.3 contains Information Technology based products and theirs

association with SBI and ICICI bank.

Table 4.3. Information Technology based products

Variables

Yes No Total Grand Total

S.B.I ICICI S.B.I ICICI S.B.I ICICI

Number % Numbe

r % Number % Numbe

r % Number % Numbe

r % Number %

Yuva savings

bank A/c 174 65.2 172 61.6 93 34.8 107 38.4 267 100 279 100 546 100 Life plus

senior citizen scheme 267 100 279 100 267 100 279 100 546 100 Young stars

savings A/c 267 100 279 100 267 100 279 100 546 100

Escrow A/c 267 100 279 100 267 100 279 100 546 100

Salary A/c 267 100 279 100 267 100 279 100 546 100

Money multiplier

facility 267 100 279 100 267 100 279 100 546 100

Demat A/c 267 100 279 100 267 100 279 100 546 100 Trading

A/c 267 100 279 100 267 100 279 100 546 100

Inference Table 4.3 clearly states that, in SBI 65.2% of customers are focussed

towards the service of Yuva savings bank account and in ICICI bank 61.6%

customers have availed the same service. In both SBI and ICICI banks 100%

of customers have obtained the service of life plus senior citizen scheme. The

same above situation prevails in both the banks towards the young stars savings

account and Escrow account, salary account, money multiplier facility account,

Demat account and trading account.

132

Table 4.4 contains Information Technology based services and its association with SBI and ICICI bank. Table 4.4. Information Technology based services

Variables Yes No Total Grand

Total S.B.I ICICI S.B.I ICICI S.B.I ICICI Number % Number % Number % Number % Number % Number % Number %

Credit card 158 59.2 182 65.2 109 40.8 97 34.8 267 100 279 100 546 100

ATM cum Debit card 234 87.6 249 89.2 33 12.4 30 10.8 267 100 279 100 546 100

Cash + International 236 88.4 244 87.5 31 11.6 35 12.5 267 100 279 100 546 100

Travel card 231 86.5 221 79.2 36 13.5 58 20.8 267 100 279 100 546 100 International ATM cum debit card 228 85.4 223 79.9 39 14.6 56 20.1 267 100 279 100 546 100 Gold international debit card 215 80.5 214 76.7 52 19.5 85 23.3 267 100 299 100 546 100

Smart card 208 77.9 217 77.8 59 22.1 62 22.2 267 100 279 100 546 100

Gift card 214 80.14 240 86 53 19.9 39 14 267 100 279 100 546 100

Yuva card 219 82 230 82.4 48 18 49 17.6 267 100 279 100 546 100

EZ-Pay card 221 82.8 229 82.1 46 17.2 50 17.9 267 100 279 100 546 100 Vishwa Yatra foreign card 199 74.5 206 73.8 68 25.5 73 26.2 267 100 279 100 546 100

Corporate cards 185 69.3 218 78.1 82 30.7 61 21.9 267 100 279 100 546 100

Prepaid cards 226 84.6 232 83.2 41 15.4 47 16.8 267 100 279 100 546 100

133

Inference

Table 4.4 infers that in SBI 59.2% of customers use the credit card

service and in ICICI bank 65.2% of customers have the privilege of using the

service of credit card. The service of ATM cum Debit card is availed by 87.6%

of customers from SBI and 89.2% of customers form ICICI bank. In SBI

88.4% of customers acquire the service of cash + international card and in

ICICI bank 87.5% of customers obtain the service of cash + international card.

In SBI 86.5% of customers in avail the benefit of travel card and in ICICI bank

79.2% of customers are provided with the service of travel card. The service

related to international ATM cum Debit card influences 85.4% of customers in

SBI and 79.9% of customers in ICICI bank. In SBI 80.5% of customers

receive the service of Gold international Debit card and in ICICI bank 76.7% of

customers are provided with the service of gold international debit card.

As far as the services of the smart card are concerned, in SBI 77.9%

of customers are assigned with that service and in ICICI bank 77.8% of

customers experienced that service. In SBI 80.14% of customers are focussed

towards the service of Gift card and in ICICI bank the Gift card users are 86%

of the customers. The yuva card service facilitates 82% of SBI customers and

82.4% of ICICI bank customers. In SBI 82.8% of customers obtain the service

of EZ-Pay card and in ICICI bank 82.1% of customers possess the service of

EZ-Pay card. The services towards the Vishwa Card foreign travel card is

provided to 74.5% of customers in SBI and in ICICI bank 73.8% of customers

are in the use of Vishwa Yatra foreign travel card. In SBI bank 69.3% of

customers are associated with the service of corporate cards and in ICICI bank

78% of customers are in favour of the service of corporate cards. The prepaid

card service is provided to 84.6% of customers in SBI and in ICICI 83.2% of

customers avail the service of prepaid cards.

134

Table 4.5 contains Information Technology based services and theirs

association with SBI and ICICI bank.

Table 4.5. Information Technology based services

Variables

Yes No Total Grand Total

S.B.I ICICI S.B.I ICICI S.B.I ICICI

Number % Number % Number % Number % Number % Number % Number %

Internet banking services

245 91.8 246 88.2 22 8.2 33 11.8 267 100 279 100 546 100

Online trading services

226 84.6 244 87.5 41 15.4 35 12.5 267 100 279 100 546 100

Mobile banking

235 88 248 88.9 32 12 31 11.1 267 100 279 100 546 100

Demat service

258 96.6 266 96.3 9 3.4 13 4.7 267 100 279 100 546 100

Trading services

213 79.9 249 89.2 54 20.2 30 10.8 267 100 279 100 546 100

ATM services

126 47.2 160 57.3 141 52.8 119 42.7 267 100 279 100 546 100

Investment services

143 53.6 147 52.7 124 46.4 132 47.3 267 100 279 100 546 100

Cash management services

122 45.7 143 51.3 145 54.3 136 48.7 267 100 279 100 546 100

Broking services

210 78.7 227 81.4 57 21.3 52 18.6 267 100 279 100 546 100

Core banking services

177 66.3 161 57.7 90 33.7 118 42.3 267 100 279 100 546 100

RTGS and NEFT services

168 62.9 149 53.4 99 37.1 130 46.6 267 100 279 100 546 100

E-invest (IPO)

128 47.9 130 46.6 139 52.1 149 53.4 267 100 279 100 546 100

135

Inference

Table 4.5 depicts that in SBI 91.8% of customers avail the benefit of

Internet banking services and 88.2% of ICICI bank customers procure the

services of On-line banking. In SBI 84.6% customers are in favour of On-line

trading services and 87.5% customers of ICICI bank make use of On-line

trading services.

In mobile banking, services are available to 88% of customers in SBI

and 88.9% of customers in ICICI bank. The Demat account service is provided

to 96.6% of customers in SBI and 96.3% of customers in ICICI bank. Trading

through on line is carried out by 79.9% of customers in SBI and 89.2% of

customers in ICICI bank. The service offered through the device ATM is

obtained by 47.2% customers in SBI and 57.3% of customers in ICICI bank.

In SBI 53.6% of customers receive an advice regarding the

investment portfolio and make use of such services. In ICICI bank 52.7% of

customers receive the investment services. It is also observed from the above

table that in SBI 45.7% of customers make use of the cash management

services provided by the bank and in ICICI bank the similar service is acquired

by 51.3% of customers. The benefit of broking service is availed by 78.7% of

customers in SBI and in ICICI bank 81.4% of customers are benefited to

carryout their transaction through the broking services.

In SBI 66.3% of customers avail the anywhere and anytime services

through the core banking system. In ICICI bank 57.7% of customers avail the

high-tech service of core banking. The facility of Real Time Gross Settlement

and Net electronic fund transfer process are useful to 62.9% of customers in

SBI and in ICICI bank 53.4% of customers avail the utility of Real Time Gross

Settlement and Net electronic fund transfer related to the settlement system.

136

Table 4.6 contains Information Technology based services and theirs

association with SBI and ICICI bank.

Table 4.6. Information Technology based services

Variables Yes No Total Grand Total S.B.I ICICI S.B.I ICICI S.B.I ICICI

Number % Number % Number % Number % Number % Number % Number % Magnetic Ink character recognition 176 65.9 183 65.5 91 34.1 96 34.4 267 100 279 100 546 100

Multi city cheque 249 93.3 261 93.5 18 6.7 18 6.5 267 100 279 100 546 100

RBI EFT 223 83.5 226 81 44 16.5 53 19 267 100 279 100 546 100

E-Rail 217 81.3 238 85.3 50 18.7 41 14.7 267 100 279 100 546 100

E-Pay 226 84.6 234 83.9 41 15.4 45 16.1 267 100 279 100 546 100

ECS 220 82.4 228 81.7 47 17.6 51 18.3 267 100 279 100 546 100

Tele banking / Mobile 244 91.4 248 88.9 23 8.6 31 11.1 267 100 279 100 546 100

SMS services 232 86.9 255 91.4 35 13.1 24 8.8 267 100 279 100 546 100

Foreign Inward remittances 239 89.5 242 86.7 28 10.5 37 13.3 267 100 279 100 546 100

Safe deposit locker remittance 218 81.6 217 77.8 49 18.4 62 22.2 267 100 279 100 546 100

Gift cheques 233 87.3 240 86 34 12.7 39 14 267 100 279 100 546 100

NRI services 213 79.8 236 84.6 54 20.2 43 15.4 267 100 279 100 546 100

137

Inference

Table 4.6 reveals that in SBI bank 65.9% of customers are aware of

the usage of the technology of MICR and in ICICI bank 65.5% customers

obtain usage of the technology knowledge about the usefulness of MICR. The

multi city cheque facility is availed by the customers to the extent of 93.3% in

SBI and in ICICI bank such service is availed by 93.5% customers. Regarding

the RBIEFT (Electronic Fund Transfer Reserve Bank of India) system, the

benefit of such system is availed by 83.5% customers in SBI and in ICICI bank

81% of customers persuaded the service of RBIEFT (Electronic Fund Transfer

through Reserve Bank of India).The electronic rail booking service is availed

by 81.3% of customers in SBI and in ICICI bank 85.3% customers are

privileged to avail the service of E-Rail (Electronic Rail booking). The E-Pay

system services are availed by 84.6% customers in SBI and in ICICI bank to

the extent of 83.9% of customers make use of the service through the E-pay

system.

In SBI bank, 82.4% customers are facilitated towards the service of

ECS (Electronic Clearance System) and in ICICI bank, 81.7% of customers are

benefited towards the service provided by the Electronic Clearance System.

The mobile phone banking service is carried by 91.4% of customers in SBI and

88.9% of customers in ICICI bank obtain the use of service related to mobile

phone banking system.

In SBI bank 86.9% of customers are in use of SMS (Short Structured

Message) service and in ICICI bank 91.4% customers avail the SMS (Short

Structured Message) service for their convenience. The foreign inward

remittances are availed by 89.5% of customers in SBI and 86.7% of customers

avail such service in ICICI bank. 81.6% of customer is SBI are benefited

towards the on line remittance of safe deposit lockers rent facility and in ICICI

138

bank 77.8% customers are obtain the service of on line remittance of safe

deposit lockers rent. In SBI 87.3% customers obtain the service towards the

use of gift cheques and in ICICI bank 86% of customers make use of the

service related to the gift cheques. Regarding NRI services, 79.8% of

customers in SBI and availing the service round the clock and in ICICI bank

84.6% customers persuade the NRI services through the day and round the

clock.

139

One-Sample T-Test

One sample t-Test has been exploited to study the customer preference

for products and services in SBI and ICICI banks.

The payment system in both SBI and ICICI leans upon utility bills

payments(ps1), pass book entries(ps2), electronic cheque clearances(ps3), FD

receipts issue(ps4), ATM statement availability(ps5), withdrawal of cash(ps6)

and MICR clearing system(ps7) are also considered crucial in determining the

efficiency of payment system in SBI and ICICI. The customers of these two

banks express their opinion on payment system in likerts 5 point scale.

Table 4.7a. SBI - Payment System

N Mean Std. Deviation

Std. Error Mean

T-Test SIG

ps1 267 4.2996 .67732 .04145 31.353 .000 ps2 267 3.7116 .73268 .04484 15.870 .000 ps3 267 3.2996 .63135 .03864 7.755 .000 ps4 267 3.8015 .81913 .05013 15.988 .000 ps5 267 3.3745 .77204 .04725 7.927 .000 ps6 267 3.5318 .78635 .04812 11.051 .000 ps7 267 3.2921 .70767 .04331 6.745 .000

PS: PAYMENT SYSTEM

Inference

Table 4.7a it is found that in the case of SBI on payment system, six

variables possess the mean values between 3 to 4 and a unique variable

exceeded 4 in its mean value. All the t-values are positive and significant at

5% level. Therefore it can be concluded that the SBI customers are highly

satisfied with utility bills payment and moderately satisfied with pass book

entries, electronic cheque clearances and FD receipts issue. The same type of

moderate agreeableness is prevailing among SBI customers that ATM

statement availability, withdrawal of cash and MICR clearance system.

140

Table 4.7b. ICICI - Payment System

N Mean Std.

Deviation

Std.

Error

Mean

T-Values SIG

ps1 279 4.2222 .75917 .04545 26.891 .000

ps2 279 3.6452 .76777 .04596 14.036 .000

ps3 279 3.4839 .71891 .04304 11.242 .000

ps4 279 3.6989 .73139 .04379 15.962 .000

ps5 279 3.5878 .72370 .04333 13.567 .000

ps6 279 3.5556 .72690 .04352 12.766 .000

ps7 279 3.3548 .64001 .03832 9.261 .000

PS: Payment System

Inference

From Table 4.7b it is clearly stated that the payment system in ICICI

bank also indicates that the same six variables possess the mean value as 3 to 4

and a particular variable exceeds 4 in its mean value. In this case also all the T-

values are positive and significant at 5% level. From this result it is concluded

that ICICI customers are also highly satisfied with utility bills payment and

moderately satisfied with passbook entries, electronic cheque clearances and

FD receipts issue. The remaining variables such as ATM statement availability,

withdrawal of cash and MICR clearance system also provid the same level of

moderate agreeableness in their level of satisfaction.

141

The two banks SBI and ICICI adopt the settlement system through

eight variables namely electronic debit clearing system (SS1) , credit clearing

system (SS2), electronic documents management system(SS3) and RTGS (Real

time gross settlement) (SS4). In addition to the credits card system (SS5), debit

card payments (SS6), smart card (SS7) and draft system (SS8) is also plays

vital role which is illustrated in the following Table 4.8a.

Table 4.8a. SBI - Settlement System

N Mean Std.

Deviation

Std.

Error

Mean

T-Test SIG

SS1 267 3.3034 .68941 .04219 7.190 .000

SS2 267 3.4007 .90968 .05567 7.198 .000

SS3 267 3.2921 .83444 .05107 5.721 .000

SS4 267 3.2547 .91084 .05574 4.569 .000

SS5 267 3.3296 .91560 .05603 5.882 .000

SS6 267 3.3521 .85159 .05212 6.755 .000

SS7 267 3.3258 .72197 .04418 7.375 .000

SS8 267 3.2247 .66750 .04085 5.501 .000

SS: Settlement System

Inference

Table 4.8a clearly shows the settlement system of SBI with eight

variables. It is found that all eight variables carry theirs Mean value between 3

to 4. All the T-values are positive and significant at 5% level. So it is observed

that the SBI customers are moderately satisfied with all the above eight

variables related to settlement system of SBI.

142

Table 4.8b. ICICI - Settlement System

N Mean Std. Deviation

Std. Error Mean

T-Values SIG

SS1 279 3.3728 .66037 .03954 9.429 .000 SS2 279 3.5269 .69827 .04180 12.603 .000 SS3 279 3.5054 .68315 .04090 12.357 .000 SS4 279 3.4946 .71405 .04275 11.570 .000 SS5 279 3.5197 .71882 .04303 12.077 .000 SS6 279 3.5556 .74643 .04469 12.432 .000 SS7 279 3.4516 .68145 .04080 11.070 .000 SS8 279 3.3728 .64382 .03854 9.671 .000

SS: Settlement System

Inference

Table 4.8b indicates that the settlement system of ICICI based on eight

variables. The mean values of those variables are greater than 3. The T -values

of all the variables are also positive and significant at 5% level. So it is

highlighted clearly that the customers of ICICI are also moderately satisfied

with electronic debit, credit clearing, documents management, RTGS. The

same satisfaction prevails towards credit and debit card payments system,

smart card service and draft system issue also.

143

The centralized funds management system in SBI and ICICI bank has

concentrated on 24 hours banking service, account to account service , branch

to branch service , bank to bank transfer of funds service , preparation of

vouchers service and electronic funds transfer also been emphasized to evaluate

the effectiveness of the centralized funds system in both the banks. Table 4.9a

represents the opinion of customers about the centralized funds management

system.

Table 4.9a. SBI - Centralized Funds Management System

N Mean Std. Deviation

Std. Error Mean

T-TEST SIG

CFM1 267 3.2322 .61192 .03745 6.201 .000 CFM2 267 3.1910 .61086 .03738 5.109 .000 CFM3 267 3.9513 .88080 .05390 17.648 .000 CFM4 267 3.7341 .81831 .05008 14.658 .000 CFM5 267 4.0300 .68210 .04174 24.673 .000 CFM6 267 3.8539 .91623 .05607 15.229 .000

CFM: Centralized Funds Management System

Inference

It can be seen from the Table 4.9a that there are five variables, which

indicate the mean value between 3 and 4 and a single variable exceeded 4 in its

mean value. All the T-values are positive with 5% level of significance. So it

is perceived that the customers of SBI are highly satisfied towards the

preparation of vouchers system and moderately satisfied with 24 hrs banking

service, account to account transfer of funds and branch to branch transfer of

funds. The same level of agreeableness prevailing in the case of bank to bank

transfer of funds and electronic funds transfer also.

144

Table 4.9b. ICICI - Centralized Funds Management System

N Mean Std.

Deviation

Std.

Error

Mean

T-Values SIG

CFM1 279 3.3297 .67233 .04025 8.192 .000

CFM2 279 3.3441 .65417 .03916 8.786 .000

CFM3 279 3.9821 .85012 .05090 19.296 .000

CFM4 279 3.8136 .82302 .04927 16.512 .000

CFM5 279 4.1004 .69735 .04175 26.356 .000

CFM6 279 4.0215 .77244 .04624 22.089 .000

CFM: Centralized Funds Management System

Inference

The centralized funds management system of ICICI is presented in

Table 4.9b. Among eight variables related to the above system, four variables

Mean values are greater than three with positive T-value at 5% level which is

significant. But the other two variables mean values exceed 4 and then T

values are also positive and significant at 5% level. Hence, it can be concluded

that the customers are highly satisfied with the services ICICI towards the

preparation of voucher service and electronic funds transfer. Moderately

satisfied with other services like 24 hours banking service account to account

and bank to bank, branch to branch transfer of funds.

145

Table 4.10 consists of the structured financial messaging solutions based on

interactive voice response system, telephone banking system and securing

message for funds transfer of SBI and ICICI.

Table 4.10a. SBI - Structured Financial Messaging Solutions

N Mean Std.

Deviation

Std.

Error

Mean

T-Test SIG

SFM1 267 3.9700 .76029 .04653 20.848 .000

SFM2 267 3.4981 .96703 .05918 8.417 .000

SFM3 267 3.7566 1.00968 .06179 12.244 .000

SFM: Structured Financial Messaging Solutions

Inference

Table 4.10a shows three variables related to structured financial

messaging solutions of SBI which possess mean value between 3to 4 with

positive t value, at 5% level which is significant. This refers that the customers

of SBI are moderately satisfied with the services of interactive voice response,

telephone banking system and securing message for funds transfer

146

Table 4.10b. ICICI - Structured Financial Messaging Solutions

N Mean Std.

Deviation

Std.

Error

Mean

T-Values SIG

SFM1 279 3.9749 .72177 .04321 22.562 .000

SFM2 279 3.6882 .85215 .05102 13.489 .000

SFM3 279 3.9677 .84969 .05087 19.024 .000

SFM: Structured Financial Messaging Solutions

Inference

Table 4.10b represents the variables related to structured financial

messaging solutions of ICICI bank. The Mean values of all three variables are

greater than 3. All the T -values are positive and significant at 5% level. So, it

is understood that the customers of ICICI bank are moderately satisfied with

interactive voice response, telephone banking system and securing message for

funds transfer.

147

The effectiveness of the Internet system can be ascertained from the following

Table 4.11a. to determine the customers satisfaction on this system. It consists

of view accounts service (IS1), remote banking service (IS2), electronic data

information development service (IS3) and e-mail management services (IS4).

Table 4.11a. SBI - Internet System

N Mean Std.

Deviation

Std.

Error

Mean

T-Test SIG

IS1 266 3.5564 .89370 .05480 10.154 .000

IS2 267 3.7491 .84111 .05148 14.552 .000

IS3 267 3.6554 .92643 .05670 11.560 .000

IS4 267 3.6255 .95883 .05868 10.659 .000

IS: Internet System

Inference

The Internet system adopted in SBI consisting of four variables which

are presented in the above Table 4.11a. All the four variables mean values are

greater than 3 and less than 4. The T-test result value also positive with less

than 0.05, which indicates the significance. So it can be concluded that the

customers are moderately satisfied to view accounts service, remote banking

services, electronic data information development service and e-mail

management service.

148

Table 4.11b. ICICI - Internet System

N Mean Std.

Deviation

Std.

Error

Mean

T-Values SIG

IS1 279 3.6631 .79189 .04741 13.986 .000

IS2 279 3.8746 .72620 .04348 20.115 .000

IS3 279 3.8208 .80251 .04805 17.084 .000

IS4 279 3.7204 .75435 .04516 15.952 .000

IS: Internet System

Inference

Table 4.11b reveals that the level of customer satisfaction towards

four variables based on the services of Internet system of ICICI bank. The

Mean score of the variable are between 3 and 4 with positive T-values at 5%

level, which are significant. So it is understood that the views expressed by the

customers are moderately satisfied towards to view accounts service, remote

banking services, electronic data information development service, and e-mail

management service.

149

Debit Card Management Solution is one of the technology based

services. This includes getting account statement, biometric ATM’s – for rural

banks and network based fraud deduction system which are exhibited in the

Table 4.12a.

Table 4.12a. SBI - Debit Card Management Solution

N Mean Std.

Deviation

Std.

Error

Mean

T-TEST SIG

DCM1 267 3.7416 .95218 .05827 12.726 .000

DCM2 267 3.4270 .98737 .06043 7.066 .000

DCM3 267 3.8315 .88729 .05430 15.312 .000

DCM: Debit Card Management Solution

Inference

An investigation of Table 4.12a indicates Debit Card management

solution service of SBI by three variables which determine the satisfaction of

the customers. The Mean values of all the three variables are greater than 3

with positive T-value at less than 0.05 significance. So it is significant. Finally

it is revealed that the customers are moderately satisfied towards the services to

get account statements, biometric ATMs for rural banks and Net work based

fraud deduction system.

150

Table 4.12b. ICICI - Debit Card Management Solution

N Mean Std.

Deviation

Std.

Error

Mean

T-values SIG

DCM1 279 3.7814 .81281 .04866 16.057 .000

DCM2 279 3.5986 .88358 .05290 11.315 .000

DCM3 279 3.8208 .79802 .04778 17.180 .000

DCM: Debit Card Management Solution

Inference

The analysis of Table4.12b represents Debit Card Management

system of ICICI bank with three variables to determine the customer

satisfaction towards getting accounts statement, bio-metric ATM’s for rural

banks and network based fraud deduction system. All the above three variables

Mean values are between 3 and 4 with positive T-values and at 5% level of

significance. So it is concluded that the customer’s satisfaction towards the

system is moderately satisfied.

151

Core banking services in SBI and ICICI bank offers services like

access to transaction from any branch, depositing and leading of money,

reduction of costs, risks and time parallel working on different issues, increase

in efficiency and overall satisfaction also determining the effectiveness of core

banking services in the following Table 4.13a.

Table 4.13a. SBI - Core Banking

N Mean Std.

Deviation

Std.

Error

Mean

T-Test SIG

CB1 267 3.9738 .93152 .05701 17.081 .000

CB2 267 3.4794 .89408 .05472 8.761 .000

CB3 267 3.5618 .85780 .05250 10.702 .000

CB4 267 3.6479 .85600 .05239 12.369 .000

CB5 267 3.5955 .85470 .05231 11.385 .000

CB6 267 3.5506 .87158 .05334 10.322 .000

CB7 267 3.6067 .91706 .05612 10.811 .000

CB8 267 3.6929 .85580 .05237 13.230 .000

CB: Core Banking

Inference

An introspection in to Table 4.13a indicates, Mean values of eight

variables, which are relying on core banking service, are greater than 3 with

positive T- test values and significant at 5% level. So the findings of the

present study reveals that the customers have moderate satisfaction towards

access to transaction from any branch, depositing and lending of money,

reduction of costs and the reduction of risks. The same level of moderate

satisfaction prevails among the SBI customers towards reduction of time,

parallel working of different issues, increase in efficiency and the overall SCA

(Service Oriented Architecture).

152

Table 4.13b. ICICI - Core banking

N Mean Std.

Deviation

Std.

Error

Mean

T-values SIG

CB1 279 4.0000 .83537 .05001 19.995 .000

CB2 279 3.6487 .84304 .05047 12.854 .000

CB3 279 3.6380 .84487 .05058 12.613 .000

CB4 279 3.7491 .78300 .04688 15.980 .000

CB5 279 3.6667 .70456 .04218 15.805 .000

CB6 279 3.7204 .71518 .04282 16.826 .000

CB7 279 3.7204 .72517 .04341 16.594 .000

CB8 279 3.7599 .75128 .04498 16.894 .000

CB:Core Banking

Inference

The study of Table 4.13b reveals the satisfaction level of ICICI bank

customers towards core banking services through eight variables. As per the

result shown in the table, mean values of seven variables mean values are

between 3 and 4 except one variable, its Mean value is 4. All the T- values are

positive with less than 0.05 significance at 5% level. From this result it is

concluded that the customers are highly satisfied towards the service of access

to transactions from any branch and moderately satisfied towards other seven

services such as depositing, lending, reduction of costs, risks and time.

153

Table 4.14a reveals various services offered through ATMs by SBI and

ICICI banks which determine the customer satisfaction. ATM credit card and

debit card acceptance, ATM card issue duration, cash withdrawal duration,

balance enquiry and receipt of mini statement are part of it. Maximum limit

per withdrawal, ATM locations, card usage particulars, validity of ATM card,

PIN details, payments through ATM credit card, LIC, shopping bills also

contribute towards ATM services. The customers of these two banks reveal

their opinions on ATM’s service in Table 4.14a.

Table 4.14a. SBI ATMS (All Services Through ATMS)

N Mean Std. Deviation

Std. Error Mean

T-Test SIG

ATM1 267 3.7528 .91291 .05587 13.475 .000 ATM2 267 3.5169 1.01987 .06241 8.281 .000 ATM3 267 3.6517 .94313 .05772 11.291 .000 ATM4 266 3.5075 .89123 .05464 9.288 .000 ATM5 267 3.4869 .80109 .04903 9.931 .000 ATM6 267 3.7453 .86425 .05289 14.092 .000 ATM7 267 3.5468 1.24176 .07599 7.195 .000 ATM8 267 3.9438 .93422 .05717 16.508 .000 ATM9 267 3.2097 1.27771 .07819 2.682 .008 ATM10 267 3.3970 1.03676 .06345 6.257 .000 ATM11 267 4.2697 .72180 .04417 28.743 .000 ATM12 267 3.9813 .89465 .05475 17.922 .000 ATM13 267 3.3783 1.20587 .07380 5.126 .000 ATM14 267 3.6442 .92011 .05631 11.440 .000 ATM15 267 4.0562 .90146 .05517 19.145 .000 ATM16 267 1.2846 .45209 .02767 -61.999 .000 ATM17 267 1.5281 .50015 .03061 -48.088 .000 ATM18 267 1.4157 .49377 .03022 -52.427 .000 ATM19 267 1.5880 .49312 .03018 -46.788 .000 ATM20 267 1.4494 .49837 .03050 -50.838 .000

154

Inference

The level of customer satisfaction towards ATM services of SBI is

analysed with twenty variables as in Table 4.14a. Except seven variables, all

the other thirteen variables Mean values are between 3 and 4, with positive T-

T-values and the significance also is less than 0.05 at 5% level, which

indicates that the customers are moderately satisfied towards the services

towards ATM credit and debit card, duration of card issue and cash withdrawal,

balance enquiry, mini statement, maximum withdrawal limit, ATM locations

and they represent the same agreeableness for card usage guidelines, card

charges, lost card request, validity of ATM card and maintenance of secrecy of

PIN. In the remaining variables, two variables mean values are greater than 4

and T-value also positive with 5% level of significance represents that the

customers are highly satisfied towards the services of replacement of lost or

damaged ATM card and change of PIN as and when required. Finally, the last

five variables Mean values are less than 3 and T-values are negative which

indicates that the customers are dissatisfied towards the services related to

credit card payments through ATM, payment of LIC, shopping bills, offering

of freedom points and redemption of points in SBI.

155

Table 4.14b ICICI - ATMS (All services through ATMS)

N Mean Std. Deviation

Std. Error Mean

T-Values SIG

ATM1 279 3.8351 .85330 .05109 16.348 .000 ATM2 279 3.6523 .84665 .05069 12.870 .000 ATM3 279 3.8244 .84902 .05083 16.218 .000 ATM4 279 3.6165 .77730 .04654 13.248 .000 ATM5 279 3.5520 .72716 .04353 12.679 .000 ATM6 279 3.8530 .76566 .04584 18.610 .000 ATM7 279 3.6272 1.29919 .07778 8.064 .000 ATM8 279 3.8315 1.02326 .06126 13.574 .000 ATM9 279 3.1004 1.35071 .08087 1.241 .216 ATM10 279 3.2939 1.07606 .06442 4.562 .000 ATM11 279 4.2186 .83032 .04971 24.515 .000 ATM12 279 3.9283 .89877 .05381 17.252 .000 ATM13 279 3.2079 1.27503 .07633 2.723 .007 ATM14 279 3.5986 1.00187 .05998 9.979 .000 ATM15 279 4.0287 .94407 .05652 18.200 .000 ATM16 279 1.2832 .45134 .02702 -63.537 .000 ATM17 279 1.5018 .50090 .02999 -49.961 .000 ATM18 279 1.4409 .49738 .02978 -52.360 .000 ATM19 279 1.4946 .50087 .02999 -50.202 .000 ATM20 279 1.4050 .49178 .02944 -54.174 .000

Inference

The analysis of customer satisfaction towards ATM’s services of

ICICI is represented in Table 4.14b through twenty variables. In the first

fifteen variables, except variable eleven and fifteen, the remaining thirteen

variables Mean values are greater than 3 but less than 4 with positive T-values,

but the significance is less than 0.05 at 5% level for twelve variables except

variable nine, which indicates that the significance is more than 0.05 as 0.216.

156

From this table it is concluded that the customers are moderately satisfied

towards services related the twelve variables such as ATM credit and debit card

acceptance, ATM card issues, withdrawal duration, balance inquiry, mini

statement, maximum limit per withdrawal, ATM locations, card usage

guidelines for card usage. They have the same level of satisfaction even

towards lost card request replacement of lost / damaged card, validity of ATM

card, maintain of security PIN and providing tips for taking precautions about

safe keeping of ATM card. The nineth variable which shows that the

significance is greater than 0.05 which is insignificant at 5% level indicates that

the customers are dissatisfied towards the changes for card usage. The last five

variables Mean values are less than 3 with negative t values determines that the

customers are dissatisfied towards the services of ICICI bank related to

payment through ATM towards credit card, LIC and shopping bills, offering

for freedom points and regarding redemption points.

Customer satisfaction towards Internet banking has been elaborately

represented into new account opening cost, security, transactions offered,

account access, services round to clock, connectivity and funds transfer.

Paying bills, mortgages, purchasing financial instruments, information about

financial products are also included. E-payments, E2 trade, RTG, E-Invest,

Demand Draft request, cheque book request, demat account, trading account

services also play vital role with services of Internet banking. The perceptual

opinion of customers regarding this aspect are presented in Table4.15a.

157

Table 4.15a. SBI - Internet Banking

N Mean Std. Deviation

Std. Error Mean

T-Test SIG

IB1 267 1.4457 .49798 .03048 -51.002 .000 IB2 267 1.6105 .49619 .03037 -45.758 .000 IB3 267 4.2884 .73268 .04484 28.734 .000 IB4 267 3.8315 .68665 .04202 19.786 .000 IB5 267 3.2846 1.09057 .06674 4.265 .000 IB6 267 3.1760 1.26955 .07770 2.266 .024 IB7 267 3.3858 1.12602 .06891 5.598 .000 IB8 267 3.8989 .82778 .05066 17.743 .000 IB9 267 3.8727 .91699 .05612 15.550 .000 IB10 267 3.7228 1.00280 .06137 11.778 .000 IB11 267 3.6929 1.03839 .06355 10.903 .000 IB12 267 3.7678 .89611 .05484 14.000 .000 IB13 267 4.1124 .68996 .04223 26.344 .000 IB14 267 4.0637 .84051 .05144 20.679 .000 IB15 267 3.6517 .93110 .05698 11.437 .000 IB16 267 2.7753 1.20231 .07358 -3.054 .002 IB17 267 3.6367 .97287 .05954 10.694 .000 IB18 267 3.3933 .99190 .06070 6.478 .000 IB19 267 3.1798 1.00257 .06136 2.930 .004 IB20 267 3.6891 1.06057 .06491 10.618 .000 IB21 267 4.1985 .69499 .04253 28.179 .000 IB22 267 3.5468 1.24176 .07599 7.195 .000 IB23 267 3.9438 .93422 .05717 16.508 .000 IB24 267 3.2097 1.27771 .07819 2.682 .008 IB25 267 3.4007 1.03713 .06347 6.314 .000 IB26 267 4.2697 .72180 .04417 28.743 .000 IB27 267 3.9813 .89465 .05475 17.922 .000 IB28 267 3.3783 1.20587 .07380 5.126 .000 IB29 267 3.6442 .92011 .05631 11.440 .000 IB30 267 4.0562 .90146 .05517 19.145 .000 IB31 267 1.2846 .45209 .02767 -61.999 .000 IB32 267 1.5281 .50015 .03061 -48.088 .000 IB33 267 1.4157 .49377 .03022 -52.427 .000 IB34 267 1.5880 .49312 .03018 -46.788 .000 IB35 267 1.4494 .49837 .03050 -50.838 .000 IB36 267 1.4457 .49798 .03048 -51.002 .000 IB37 267 1.6105 .49619 .03037 -45.758 .000 IB38 267 4.2884 .73268 .04484 28.734 .000 IB39 267 3.8315 .68665 .04202 19.786 .000

IB: Internet banking

158

Inference

Table 4.15a represents thirty nine variables related to the services of

Internet banking of SBI to determine the customer’s satisfaction. The Mean

values of ten variables are less than 3 with positive t test value and insignificant

at 5% level indicating that the customers are dissatisfied towards the services of

new account opening, checking cost, paying mortgages and payments towards

utility bills, insurance premium and donations to religious organizations. The

same level of disagreeableness exists towards the services of SMS alerts,

mutual funds investments, Demat account services and trading account

services.

Further the table reveals that, there are twenty two variables, which

mean values are greater than 3 but less than 4 with positive t test values and

less than 0.05 at 5% level, It refers that the customers are moderately satisfied

towards the services of providing information regarding types of transaction

offered and transactional cost incurred, the ability to make transactions of large

amounts of instantaneously, remote account access and availability of inquiry

and transaction services around the clock. Moreover they maintain the same

level of satisfaction towards the services of world wide connectivity, access to

data both recent and historical, self account funds transfer and third party

transfers of funds in the same branch. Finally, it ascertained that the seven

variables present their Mean values as greater than 4 and the T- test values are

positive at 5% level, which is considered as significant. So it clearly states that

the customers are highly satisfied with the services of SBI towards the

information provided about account security, direct customer control of

international movement of funds, without intermediaries, paying bills, EZtrade,

remittance to PPF account and submission of on-line request for stop payment

of cheque, cheque book replenishment and demand draft / payment order.

159

Table 4.15b ICICI - Internet Banking

N Mean Std. Deviation Std. Error Mean T-Values SIG

IB1 279 1.4086 .49246 .02948 -53.977 .000 IB2 279 1.6237 .48534 .02906 -47.368 .000 IB3 279 4.2903 .64452 .03859 33.440 .000 IB4 279 3.7742 .72661 .04350 17.797 .000 IB5 279 3.2330 1.12182 .06716 3.469 .001 IB6 279 3.4194 1.20541 .07217 5.811 .000 IB7 279 3.6165 1.08284 .06483 9.510 .000 IB8 279 3.8889 .83441 .04995 17.794 .000 IB9 279 3.8423 .97645 .05846 14.408 .000 IB10 279 3.5735 1.04269 .06242 9.187 .000 IB11 279 3.6631 1.06671 .06386 10.383 .000 IB12 279 3.8387 .86445 .05175 16.206 .000 IB13 279 4.0072 .74907 .04485 22.459 .000 IB14 279 3.9140 .86485 .05178 17.652 .000 IB15 279 3.6595 .99034 .05929 11.123 .000 IB16 279 2.8602 1.21375 .07267 -1.924 .055 IB17 279 3.6129 1.02871 .06159 9.952 .000 IB18 279 3.4265 1.01472 .06075 7.021 .000 IB19 279 3.2509 1.02914 .06161 4.072 .000 IB20 279 3.6595 .95332 .05707 11.555 .000 IB21 279 4.2473 .72453 .04338 28.755 .000 IB22 279 3.6272 1.29919 .07778 8.064 .000 IB23 279 3.8315 1.02326 .06126 13.574 .000 IB24 279 3.1004 1.35071 .08087 1.241 .216 IB25 279 3.2975 1.07675 .06446 4.615 .000 IB26 279 4.2186 .83032 .04971 24.515 .000 IB27 279 3.9283 .89877 .05381 17.252 .000 IB28 279 3.2079 1.27503 .07633 2.723 .007 IB29 279 3.5986 1.00187 .05998 9.979 .000 IB30 279 4.0287 .94407 .05652 18.200 .000 IB31 279 1.2832 .45134 .02702 -63.537 .000 IB32 279 1.5018 .50090 .02999 -49.961 .000 IB33 279 1.4409 .49738 .02978 -52.360 .000 IB34 279 1.4946 .50087 .02999 -50.202 .000 IB35 279 1.4050 .49178 .02944 -54.174 .000 IB36 279 1.4086 .49246 .02948 -53.977 .000 IB37 279 1.6237 .48534 .02906 -47.368 .000 IB38 279 4.2903 .64452 .03859 33.440 .000 IB39 279 3.7742 .72661 .04350 17.797 .000

IB: Internet banking

160

Inference

The interpretation of variables in Table 4.15b represents the level of

customer’s satisfaction towards the internet banking service of ICICI. There

are thirtynine variables that are considered for the study. Among them, the

Mean values of ten variables are less than 3 with negative T- test value, which

is insignificant at 5% level. So it reflects that the customers are dissatisfied

towards the services of opening of new account, cost incurred, paying

mortgages, payments of utility bills, insurance premium and religious

donations. The customers realize the same status of dissatisfaction in the case

of setting SMS alerts for transaction details, mutual fund investment, DeMat

account services and trading account services.

In addition to the above, it is identified from the table that there are 23

variables with the Mean values greater than 3 but less than 4 with positive T-

test value at 5% level which is significant. It indicates that the customers are

moderately satisfied towards such services. They are specification of the type

of transactions offered, cost incurred, ability to make transactions involving

large amounts of assets instantaneously, remote account access, availability of

inquiry and round the clock transaction services, world wide connectivity and

regarding easy access to account data both recent and historical.

The customers of ICICI bank realise the same effect of moderate

satisfaction on the services of self account fund transfer, third party transfer in

the same branch, paying bills, viewing and checking account balances,

purchasing financial instruments, providing information about the financial

products, booking tickets and E-tax payments.

161

The remaining services from the above 23 variables such as RTGS

(Real Time Gross settlement), E-payment, E-invest, RBI EFT, standing

instructions, new cheque book request, credit card dues payment and round the

clock service availability also provide the same level of moderate satisfaction

to the customers.

Finally Table 4.15b also indicates the variables which provide the mean

value as greater than 4 with positive T- test values which are significant at 5%

level. So, it is concluded that, there are six variables related to the services for

information provided about account security, direct customer control of

international movement of funs without intermediaries, E-Z trade, Demand

draft request, remittance to PPF account and on line request provide the

maximum satisfaction. So the customers are highly satisfied with the above

services.

Mobile / SMS service of SBI and ICICI linked to checking of account

balances of SB account, credit card, mortgages and loans and payable details.

Transfer of funds and services related to automatic voice response system also

considered as related services to Mobile / SMS services presented in Table

4.16a.

162

Table 4.16a SBI - Mobile/SMS (Service)

N Mean Std.

Deviation

Std.

Error

Mean

T-Test SIG

SMS1 267 3.2846 1.09057 .06674 4.265 .000

SMS2 267 3.1760 1.26955 .07770 2.266 .024

SMS3 267 3.3858 1.12602 .06891 5.598 .000

SMS4 267 3.8989 .82778 .05066 17.743 .000

SMS5 267 3.8727 .91699 .05612 15.550 .000

SMS6 267 3.7228 1.00280 .06137 11.778 .000

SMS7 267 3.6929 1.03839 .06355 10.903 .000

SMS8 267 3.7678 .89611 .05484 14.000 .000

SMS9 267 4.1124 .68996 .04223 26.344 .000

Inference

Table 4.16a reveals the analysis details of nine variables related to

Mobile / SMS services of SBI. The first nine variables Mean values are greater

than 3 but less than 4. The T- test values are positive and significance is less

than 0.05 at 5% level. It is implied that the customers of SBI are moderately

satisfied towards checking and view of account balances, credit cards,

mortgages, any loan payable details and transfer of funds. The last variable’s

mean value is greater than 4 with positive T-test value at less than 0.05

significance at 5% level reveals that customers are highly satisfied towards the

service related to automatic voice respond system.

163

Table 4.16b. ICICI - Mobile/SMS (Service)

N Mean Std.

Deviation

Std.

Error

Mean

T-Values SIG

SMS1 279 3.2330 1.12182 .06716 3.469 .001

SMS2 279 3.4194 1.20541 .07217 5.811 .000

SMS3 279 3.6165 1.08284 .06483 9.510 .000

SMS4 279 3.8889 .83441 .04995 17.794 .000

SMS5 279 3.8423 .97645 .05846 14.408 .000

SMS6 279 3.5735 1.04269 .06242 9.187 .000

SMS7 279 3.6631 1.06671 .06386 10.383 .000

SMS8 279 3.8387 .86445 .05175 16.206 .000

SMS9 279 4.0072 .74907 .04485 22.459 .000

Inference

Table 4.16b highlights the values of variables related to Mobile /

SMS services of ICICI to determine the level of customer satisfaction. From

that table it is identified that there are eight variables which represent the mean

values as greater than 3 with positive T-test values and the significance are also

less than 0.05 at 5% level. So it is concluded that the customers are moderately

satisfied towards checking account balances, payable details, transfer of funds,

view balances of savings account, credit card, mortgage dues, loan dues and

transfer of money between two accounts. But the nineth variable represents

that the Mean value is above 4 with positive T-test value at less than 0.05

significance at 5% level, from that is ascertained that the customers are highly

satisfied regarding the service pertaining to automatic voice respond system.

164

The overall level of satisfaction of SBI customers and ICICI customers is

based on the adoption of technology in a bank, real time response, service

quality, and transparent information, variety of products design and services

and delivery of services, bank employee attitude and attention towards

customers, regulatory norms, security and safety, service charges, care on

customer convenience, quickness of service and status of bank also considered

as factors linked to the overall satisfaction of customers. Moreover,

authentication trust, privacy, availability of information, reliability, well

understood relationship, performance quality and economy banking are also

contributing factors towards the determination of overall satisfaction. The

views of customers regarding the dimension under study are presented in Table

4.17a.

165

Table 4.17a. SBI - Overall Satisfaction

N Mean Std. Deviation

Std. Error Mean

T-Test SIG

OS1 267 4.0637 .84051 .05144 20.679 .000 OS2 267 3.6517 .93110 .05698 11.437 .000 OS3 267 2.7753 1.20231 .07358 -3.054 .002 OS4 267 3.6367 .97287 .05954 10.694 .000 OS5 267 3.3933 .99190 .06070 6.478 .000 OS6 267 3.1798 1.00257 .06136 2.930 .004 OS7 267 3.6891 1.06057 .06491 10.618 .000 OS8 267 4.2022 .69119 .04230 28.422 .000 OS9 267 3.1423 1.08057 .06613 2.152 .032 OS10 267 3.8352 .86003 .05263 15.868 .000 OS11 267 3.7191 .99611 .06096 11.796 .000 OS12 267 3.4270 1.11606 .06830 6.251 .000 OS13 267 3.7940 .87932 .05381 14.755 .000 OS14 267 3.1723 1.08315 .06629 2.599 .010 OS15 267 3.1685 1.21305 .07424 2.270 .024 OS16 267 3.1723 1.10037 .06734 2.558 .011 OS17 267 3.8876 .82405 .05043 17.601 .000 OS18 267 3.8352 .81053 .04960 16.838 .000 OS19 267 3.8764 .91545 .05602 15.643 .000 OS20 267 3.3521 1.04577 .06400 5.501 .000 OS21 267 3.1835 1.20464 .07372 2.489 .013 OS22 267 4.0300 .79887 .04889 21.067 .000 OS23 267 3.8914 .78004 .04774 18.673 .000 OS24 267 3.7978 .82050 .05021 15.887 .000 OS25 267 3.6367 .88802 .05435 11.716 .000

OS: Overall Satisfaction Inference

Table 4.17a exhibits twentyfive variables of overall customers

satisfaction towards the information technology based products and services

provided by SBI. The Mean value of twenty one variables are greater than 3

with positive T-test value and the significance is less than 0.05 at 5% level.

166

From that it is understood that the customers are moderately satisfied towards

the services related to accessibility, transparent information, variety of products

and services design and delivery and employees attitude towards customer

complaints. Moreover the customers are having the same level of satisfaction

such as employee attitude towards attention of customer needs, custody of bank

staff towards customer, regulatory norms, security and safety, customer

convenience and service charges. Further, the same level of moderate

satisfaction of customers extended to the remaining services such as status of

bank, quickness of service, authentication, trust, privacy, availability of

information reliability, well understood relationship, overall performance

quality and economy banking without visiting bank.

There is a unique variable showing the mean value as less than three with

negative T-test value, at 0.05 significance at 5% level that indicates the

customers are dissatisfied with the service quality.

Finally there are three more variables, whose mean values are greater than

4 with positive T-test value and less than 0.05 significance at 5% level explicit

that the customers are highly satisfied towards the adoption of technology in

bank services, employer’s willingness to help customers and answering e-mail

services by SBI.

167

Table 4.17b. ICICI - Overall Satisfaction

N Mean Std. Deviation

Std. Error Mean

T-Values SIG

OS1 279 3.9140 .86485 .05178 17.652 .000 OS2 279 3.6595 .99034 .05929 11.123 .000 OS3 279 2.8602 1.21375 .07267 -1.924 .055 OS4 279 3.6129 1.02871 .06159 9.952 .000 OS5 279 3.4265 1.01472 .06075 7.021 .000 OS6 279 3.2509 1.02914 .06161 4.072 .000 OS7 279 3.6595 .95332 .05707 11.555 .000 OS8 279 4.2581 .71323 .04270 29.463 .000 OS9 279 3.1290 1.09832 .06575 1.962 .051 OS10 279 3.7419 .98079 .05872 12.636 .000 OS11 279 3.5591 1.08418 .06491 8.614 .000 OS12 279 3.5018 1.14702 .06867 7.307 .000 OS13 279 3.8208 .85461 .05116 16.042 .000 OS14 279 3.3405 1.03994 .06226 5.469 .000 OS15 279 3.2401 1.17973 .07063 3.400 .001 OS16 279 3.2796 1.11593 .06681 4.185 .000 OS17 279 3.9462 .88186 .05280 17.923 .000 OS18 279 3.8351 .81447 .04876 17.127 .000 OS19 279 3.9140 .85228 .05102 17.912 .000 OS20 279 3.5018 1.09897 .06579 7.627 .000 OS21 279 3.2652 1.19708 .07167 3.701 .000 OS22 279 3.9713 .93257 .05583 17.398 .000 OS23 279 3.8100 .80674 .04830 16.771 .000 OS24 279 3.8065 .87233 .05223 15.442 .000 OS25 279 3.7061 .83945 .05026 14.050 .000

a TYPE = 2.00 Inference

The study of Table 4.17b reveals that the ICICI bank provides

moderate satisfaction to its customers, as the mean value of 23 variables,

except variables 3 and variable 8 are between 3 and 4and the T-values are the

positive with 0.05 significance at 5% level. Hence the moderate satisfaction is

acquired by the customers towards adoption of technology in ICICI bank,

availability of real time response, transparent information, variety of product

168

design and service, employee attitude towards customer needs and custody of

bank staff towards customers.

Further, the services towards regulatory norms, security and safety

customer convenience service charges status of bank, quickness of service

authentication, trust and privacy also results that the customers acquire the

same level of moderate satisfaction.

It is also stated that few more services such as availability of

information, reliability, answering e-mail, well understood relationship, overall

performance quality and economy banking without visiting bank also provide

moderate satisfaction to the customers of ICICI bank.

There is also a unique variable, which results that the Mean value is

above 4 with T test-value and the significance is less than 0.05 at 5% level that

indicates that the customers are highly satisfied towards the employers’

willingness to help customers.

The table represents one more variable with the Mean value which is

less than 3 with negative T- test value at 0.55 significance at more than 5%

level which insignificant indicates that the customers of ICICI bank are

dissatisfied towards the service quality of ICICI bank.

169

CLUSTER ANALYSIS

Cluster analysis tool has been applied to group the bank customers

into different clusters based on the level of satisfaction on the computerized

services, Core banking, ATM services, Internet banking and Mobile / SMS

services and overall satisfaction of customers on various services provided by

SBI and ICICI banks.

The customers of State Bank of India and ICICI bank in Chennai City

possess varying opinion on the satisfaction towards Information Technology

based products and services of those two banks. This leads a research question

of identifying characteristics of customers and classifying the heterogeneous

based on such characteristics of customers. This induces the situation to apply

k-means cluster analysis to identify the predominant heterogeneous groups

based on the satisfaction.

170

Table 4.18. The Payment System - Final Cluster Centers

Cluster

1 2 3

ps1 3.83 4.60 4.50

ps2 3.13 3.92 4.18

ps3 3.05 3.26 4.02

ps4 3.22 4.08 4.13

ps5 3.22 3.10 4.27

ps6 3.10 3.48 4.24

ps7 3.00 3.10 4.01

PS: payment system

Number of Cases in each Cluster

Cluster 1 219.000

2 170.000

3 157.000

Valid 546.000

Inference

From Table 4.18 it is found that the first cluster comprises of 219

(40.109%) customers of both State Bank of India and ICICI Bank who are all

moderately satisfied towards the payment system. Therefore this cluster could

be appropriately named as Normative Cluster. The second cluster of the same

table reveals the level of satisfaction of 170 (31.135%) customers. In this

cluster customers are highly satisfied towards utility bills payment service. So

the group of such customers is appropriately named as Web assisted

customers. The third cluster is formed with 156 (28.75%) customers, who are

highly satisfied with all the services related to payment system. Hence this

cluster may be called as Felicity Cluster.

171

Table 4.19. The Settlement System - Final Cluster Centers

Cluster

1 2 3

SS1 3.15 3.13 3.79

SS2 3.24 1.96 4.19

SS3 3.15 1.92 4.17

SS4 3.16 1.33 4.17

SS5 3.21 1.63 4.18

SS6 3.21 2.17 4.20

SS7 3.13 2.79 4.05

SS8 3.05 2.83 3.92

SS: Settlement system

Number of Cases in each Cluster

Cluster 1 359.000

2 24.000

3 163.000

Valid 546.000

Inference

Table 4.19 clearly states that the first cluster consists of 359

(65.750%) customers of both State Bank of India and ICICI Banks, who are all

moderately satisfied towards the settlement system. Such cluster could be

named as Mediocre Cluster. In the second cluster of the settlement system the

numbers of customers are 24 (4.395%) and they are highly dissatisfied towards

the credit card payments, therefore that group of customers could be called as

Discontented Customers. The third cluster of the above table represents 163

(29.853%) customers. In that cluster, it is located that, the customers are

highly satisfied towards the RTGS (Real Time Gross Settlement). Hence, such

cluster may be denoted as Technical Expectant Cluster.

172

Table 4.20. Centralised Funds Management System - Final Cluster Centers

Cluster

1 2 3

CFM1 3.06 3.75 3.03

CFM2 3.05 3.73 3.03

CFM3 3.94 4.56 2.44

CFM4 3.65 4.39 2.67

CFM5 3.89 4.63 3.33

CFM6 3.87 4.54 2.59

CFM: Centralised Funds Management System

Number of Cases in each Cluster

Cluster 1 303.000

2 179.000

3 64.000

Valid 546.000

Inference:

Table 4..20 depicts that the first cluster comprises of 303 (55.49%)

customers of State Bank of India and ICICI bank. All of them are moderately

satisfied towards the centralized funds management system. Hence the

particular cluster could be identified as Routine Cluster. The second cluster of

the same table reveals that the 179 (32.783%) customers are highly satisfied

towards the electronic funds transfer. Therefore that cluster could be named as

Privileged Cluster. The third cluster has been formed with 64 (11.72%)

customers, who are all dissatisfied towards Bank to Bank transfer of funds. So

this group of customers could be named as Pessimistic Customers.

173

Table 4.21. Structured financial messaging solutions - Final Cluster

Centers

Cluster

1 2 3

SFM1 3.91 4.26 3.46

SFM2 2.81 4.33 2.97

SFM3 4.30 4.30 2.51

SFM: Structured financial messaging solutions

Number of Cases in each Cluster

Cluster 1 145.000

2 268.000

3 133.000

Valid 546.000

Inference

Table 4.21 reveals that the first cluster is formed with 145 (26.556%)

customers of State Bank of India and ICICI Bank. In this cluster all the

customers are dissatisfied towards the services of Telephone banking system.

Hence such cluster customers are called as Unanswered cluster customers.

The second cluster consists of 268 (49.08%) customers, who are all

highly satisfied towards the telephone banking system, so they are called as

Saturated cluster Customers.

The third cluster comprises of 133 (24.35%) customers, they are

dissatisfied towards securing message for funds transfer such cluster customers

are identified as Information seekers.

174

Table 4.22. Internet System - Final Cluster Centers

Cluster

1 2 3

IS1 3.14 2.42 3.90

IS2 3.34 2.67 4.10

IS3 3.06 2.46 4.12

IS4 2.67 4.00 4.09

IS: Internet System

Number of Cases in each Cluster

Cluster 1 159.000

2 25.000

3 362.000

Valid 546.000

Inference

Table 4.22 explicit that the customer satisfaction towards the services

of Internet system provided by State Bank of India and ICICI bank. The first

cluster represents 159 (29.12%) customers, who are all dissatisfied towards the

email management service through the Internet system such type of customers

are named as unaccomplished cluster customers.

The second cluster consists of 25 (4.578%) customers who are all

dissatisfied towards the service to view accounts. Therefore they are called

Non Co-operative cluster customers. The third cluster determines the level

of satisfaction related to 362 (66.38%) customers, as highly satisfied towards

EDI (Electronic Data Information Development). Such cluster may be noted as

Hi-Tech Cluster.

175

Table 4.23. Debit Card Management Solutions - Final Cluster Centers

Cluster

1 2 3

DCM1 4.19 3.36 2.48

DCM2 4.16 2.87 2.04

DCM3 4.26 3.51 1.76

DCM: Debit Card Management Solutions

Number of Cases in each Cluster

Cluster 1 290.000

2 231.000

3 25.000

Valid 546.000

Inference

Table 4.23 represents that the cluster 1 includes 290 (53.11%)

customers, who are all highly satisfied towards the service of network based

fraud deduction system. Therefore the customers of such cluster is named as

Safety Oriented cluster Customers.

The cluster 2 of the same table reveals the opinion of 231 (42.30%)

customers, all of them are moderately satisfied towards getting account

statements. Hence such customers are called Systematic cluster customers.

The third cluster consists of 25 (4.578%) customers, who are all dissatisfied

towards the Biometric ATMs for rural banks. The customers of such cluster

could be called Reluctant cluster customers.

176

Table 4.24. Core Banking - Final Cluster Centers

Cluster

1 2 3

CB1 3.79 4.27 3.04

CB2 3.20 4.05 2.29

CB3 3.20 4.08 2.75

CB4 3.28 4.23 2.54

CB5 3.21 4.18 2.25

CB6 3.33 4.12 1.71

CB7 3.24 4.20 2.46

CB8 3.27 4.25 3.00

CB: Core Banking

Number of Cases in each Cluster

Cluster 1 261.000

2 261.000

3 24.000

Valid 546.000

Inference

Table 4.24 states that the cluster 1 consists of 261 (47.802%)

customers of State Bank of India and ICICI Bank, Who are all moderately

satisfied related to the services of Core banking. Therefore they are called

liberalized cluster customers. The cluster two also represents 261 (47.802%)

customers, all of them are highly satisfied towards the service of access to

transactions from any branch. Based on this the customers of this cluster are

named as globalised cluster customers. The third cluster includes 24 (4.395%)

customers, who all are highly dissatisfied towards parallel working on different

issues and such cluster is approximately called as sensitive cluster customers.

177

Table 4.25. ATMs [Automatic teller machines] - Final Cluster Centers

Cluster 1 2 3

ATM1 4.06 3.18 4.02 ATM2 4.03 2.83 3.71 ATM3 4.18 2.88 3.97 ATM4 3.89 2.84 3.79 ATM5 3.76 2.95 3.72 ATM6 4.15 3.16 3.94 ATM7 3.56 3.40 3.78 ATM8 4.03 3.94 3.67 ATM9 4.05 3.21 2.04 ATM10 3.78 3.49 2.70 ATM11 4.15 4.16 4.43 ATM12 4.15 3.90 3.77 ATM13 3.97 3.56 2.25 ATM14 3.90 3.70 3.22 ATM15 4.25 3.90 3.93 ATM16 1.16 1.27 1.44 ATM17 1.36 1.56 1.65 ATM18 1.47 1.37 1.43 ATM19 1.52 1.57 1.54 ATM20 1.41 1.41 1.46

Number of Cases in each Cluster

Cluster 1 211.000 2 154.000 3 180.000 Valid 545.000

Inference

Table 4.25 reveals the level of customer satisfaction of State Bank of

India and ICICI bank relating to the ATM services. The cluster one represents

211 (38.71%) customers, who are all highly dissatisfied towards the credit card

payments through ATM. Hence customers of this cluster may be appropriately

denoted as Panic cluster customers. The second cluster represents 154

(28.26%) customers, whose satisfaction is moderate towards the validity of the

ATM card. Such customers may be called as Acceptable cluster customers.

The third cluster denotes the interest of 180 (33.02%) customers towards the

replacement of Lost / damaged ATM card. They are highly satisfied towards

that service. Therefore they are called as Tech-savy cluster customers.

178

Table 4.26. Internet Banking - Final Cluster Centers

Cluster 1 2 3

IB1 1.60 1.32 1.34 IB2 1.67 1.60 1.57 IB3 4.04 4.37 4.48 IB4 3.65 3.78 3.98 IB5 3.03 2.72 4.02 IB6 2.94 2.71 4.25 IB7 3.32 3.15 4.03 IB8 3.51 4.09 4.12 IB9 3.53 4.33 3.77

IB10 3.23 4.20 3.57 IB11 3.38 4.28 3.42 IB12 3.66 3.52 4.23 IB13 3.94 4.16 4.08 IB14 3.53 4.26 4.22 IB15 3.29 3.53 4.16 IB16 2.70 2.00 3.73 IB17 3.32 3.64 3.94 IB18 3.17 3.23 3.84 IB19 3.06 2.96 3.63 IB20 3.23 4.01 3.83 IB21 4.12 4.34 4.22 IB22 3.70 2.98 4.06 IB23 3.49 4.11 4.10 IB24 2.31 3.63 3.60 IB25 2.84 3.47 3.78 IB26 4.26 4.34 4.13 IB27 3.78 3.98 4.12 IB28 2.54 4.11 3.32 IB29 3.35 3.90 3.65 IB30 3.71 3.99 4.44 IB31 1.43 1.17 1.23 IB32 1.62 1.49 1.42 IB33 1.34 1.56 1.41 IB34 1.49 1.61 1.52 IB35 1.43 1.54 1.31 IB36 1.60 1.32 1.34 IB37 1.67 1.60 1.57 IB38 4.04 4.37 4.48 IB39 3.65 3.78 3.98

IB: Internet Banking

179

Number of Cases in each Cluster

Cluster 1 194.000 2 172.000 3 180.000 Valid 546.000

Inference

Table 4.26 projects that the cluster one refers the level of satisfaction

of 194 (35.53%) customers of State Bank of India and ICICI bank. They are

moderately satisfied towards the customer control of international movement of

funds without an intermediator. So the customers belong to such cluster is

named as Self operative cluster customers.

The second cluster of the same table reveals that the 172 customers

(31.50%) customers are highly dissatisfied towards the De-mat account

services. So such type of cluster customers are called as Unattractive cluster

customers.

The third cluster includes 180 (32.967%) customers, who are all

highly satisfied towards the information provided about the account security.

So, such cluster customers are called Factual cluster customers.

180

Table 4.27. Mobile / SMS services - Final Cluster Centers

Cluster

1 2 3

SMS1 3.80 3.73 2.38 SMS2 3.11 4.19 2.23 SMS3 3.32 4.15 2.75 SMS4 3.83 4.01 3.77 SMS5 2.91 3.96 4.19 SMS6 2.44 3.92 3.89 SMS7 2.08 3.90 4.17 SMS8 3.92 4.07 3.41 SMS9 4.14 3.95 4.16

Number of Cases in each Cluster Cluster 1 96.000 2 255.000 3 195.000 Valid 546.000

Inference

The level of customer’s satisfaction of State Bank of India and ICICI

bank towards Mobile / SMS services is expressed in three type of clusters.

The first cluster consisting of 96 (17.582%) customers, they are all

dissatisfied related to the service to view the balance of credit card over mobile.

Therefore this cluster customers are appropriately named as Suspicious cluster

Customers.

The second cluster of the same table reflects that there are 255

(46.70%) customers, who are all highly satisfied towards the reference of

payable details through the Mobile / SMS. So such cluster customers are

appropriately named as mcommerce cluster customers.

The third cluster consists of 195 (35.71%) customers, who are all

moderately satisfied towards the transfer of money between two accounts.

Therefore the customers belong to such cluster is appropriately named as

communicative cluster customers.

181

Table 4.28. Overall Satisfaction - Final Cluster Centers

Cluster 1 2 3

OS1 4.18 3.99 3.92 OS2 3.56 3.83 3.24 OS3 1.44 3.18 2.22 OS4 3.82 3.76 3.22 OS5 3.85 3.52 3.02 OS6 1.68 3.36 3.20 OS7 1.56 3.74 3.99 OS8 4.06 4.18 4.40 OS9 2.03 3.49 2.50 OS10 3.68 3.71 4.01 OS11 2.62 3.60 3.97 OS12 2.59 3.81 2.80 OS13 3.74 3.71 4.06 OS14 2.12 3.64 2.56 OS15 1.82 3.67 2.35 OS16 2.71 3.58 2.46 OS17 2.88 3.92 4.16 OS18 2.91 3.84 4.05 OS19 3.06 3.87 4.15 OS20 4.03 3.67 2.67 OS21 2.91 3.72 2.03 OS22 4.12 3.97 4.04 OS23 4.56 3.81 3.78 OS24 4.59 3.88 3.42 OS25 4.15 3.83 3.17

OS: Overall Satisfaction

Number of Cases in each Cluster Cluster 1 34.000 2 368.000 3 144.000 Valid 546.000

182

Inference

Table 4.28 exhibits that the first cluster includes 34 (6.227%)

customers of State Bank of India and ICICI Bank, whose satisfaction level is

determined as highly satisfied towards the overall performance quality of both

the banks. Therefore the customers belong to such cluster could be named as

Fulfilled cluster Customers.

The second cluster comprises of 368 customers (67.399%) whose

satisfaction level is assessed as moderate related to the service of answering

e-mail. So such cluster may be regarded as Delighted cluster Customers.

The third cluster of the above table reflects the level of satisfaction of

144 (26.373%) customers who are all dissatisfied towards the employer’s

attitude about customer complaints. Hence, this cluster is identified as

Improvement seekers cluster.

183

ASSOCIATION AMONG VARIOUS TRADITIONAL PRODUCTS AND

CLUSTERS OF CUSTOMER SATISFACTION

Table 4.29 elicits the association between the various traditional

products offered by SBI and ICICI banks and the cluster of customers

satisfaction. Table 4.29. Traditional Products

Clusters Current A/c FD A/c R.D. A/c O.D. A/c Loan A/c

1 Payment system -- -- 6.573 (0.037) -- --

2 ATM -- 46.648 (0.000) -- 6.955

(0.031) --

3 Internet banking 13.667 (0.001)

25.812 (0.000) -- -- 9.887

(0.007) 4 Mobile / SMS -- -- 7.944

(0.019) -- --

5 Overall satisfaction 7.606 (0.022)

16.297 (0.000) -- -- --

From the Table 4.29 it is found that the RD account holders are well

associated with the segmentation of the payment system and Mobile / SMS

services. It implies that the RD account holders are meticulous about their

payment system and usage of Mobile / SMS service. The FD account holders

have extended their deep association towards the different segmentations

namely ATM service, Internet banking and the overall satisfaction.

It is understood that the FD account holders are linked to speedy

response, anytime cash availability, delivering of bank service at home, low

investment in cost and time of deployment which leads to the usage of ATM

services, Internet banking and to reach the overall satisfied level. Regarding

the current account holders it is found that they are closely associated to the

internet banking and overall satisfaction clusters. It clearly states that the

current account holders prefer to convenience in connectivity and improvement

in work efficiency, the usage of Internet banking, which may ultimately lead to

184

overall satisfaction because it is more convenient for an easy access of payment

at anytime anywhere.

I.T. BASED PRODUCTS

Table 4.30 exhibits the association between the information

technology based products offered by SBI and ICICI bank and the clusters of

customers satisfaction.

Table 4.30. I.T. Based products

Clusters Recurring

deposit

Annuity

deposit

Flexi

deposit

Current

account

Premium

savings

account

1 Internet system -- -- --

6.580

(0.037)

2 Core banking 6.426

(0.040) -- -- -- --

3 ATM 24.292

(0.000)

13.584

(0.001) -- -- --

4 Internet banking 18.760

(0.000) --

20.002

(0.000)

26.710

(0.000) --

5 Mobile / SMS -- -- --

7.841

(0.020)

16.546

(0.000)

6 Overall

satisfaction -- --

7.072

(0.029)

11.892

(0.003)

8.987

(0.011)

From Table 4.30 it is highlighted that the recurring deposit account

holders are well associated with the segmentations of core banking, ATM

services and Internet banking. It concludes that the RD account holders are

very attentive towards banking from anywhere, any time one-to-one interaction

185

with the banks web-site and to receive high quality services by the usage of

core banking services, ATM services and Internet banking.

The annuity deposit holders are exclusively associated with the ATM

banking segmentation. So, it implies that the annuity deposit holders are

routine in nature to perform routine banking of deposit and withdrawal of their

money 24 hours a day, 7 days a week by the usage of ATM services. The flexi

deposit scheme holders are intensively associated with the dimension of

Internet banking and overall satisfaction.

The Internet banking cluster facilitates the flexi deposit holders to

meet their demands such as to earn attractive rate of interests and flexibility in

choosing the investment amount and period.

The current account holders are extensively associated with the

Internet system, internet banking, mobile / SMS services and overall

satisfaction. Ease and flexibility in operation with little restrictions and

exposure to global trends attract the usage of internet system, internet banking

and Mobile / SMS by the current account holders providing an overall

satisfaction. Finally, the premium savings account holders are closely

associated with the divisions of Mobile / SMS and overall satisfaction. This is

due to the regularity accuracy and clarity for immediate exchange of

information through Mobile / SMS. This situation offers an overall satisfaction

to the premium saving account holders.

186

Table 5.31 represents the relationship between the information technology

based products and the clusters classification of customer satisfaction.

Table 4.31. I.T. Based Products

Clusters

Savings

plus

account

Rent plus

scheme

Medi plus

scheme

Basic

banking –

no frills

account

Yuva

savings

bank a/c

1 Centralized funds

management

system

-- -- 8.536

(0.014) -- --

2 Internet system -- --

10.500

(0.005) -- --

3 Internet banking 32.598

(0.000)

7.543

(0.023)

10.104

(0.006) --

13.643

(0.001)

4 Mobile / SMS 32.242

(0.000)

7.266

(0.026)

10.295

(0.006)

8.376

(0.015)

6.093

(0.048)

5 Overall

satisfaction

31.012

(0.000)

14.761

(0.001)

19.849

(0.000)

19.773

(0.000)

17.196

(0.000)

An examination of Table 4.31 reveals that the savings plus account

holders are intensively associated with the internet banking, Mobile / SMS and

overall satisfaction dimensions. Computations of the above result show that

the savings bank account holders are technology utilizes of the components of

comprehensive E-banking (internet banking, Mobile / SMS) and by attain the

stage of overall satisfaction.

187

The customers who avail the rent plus scheme are also closely

associated with the segmentation of Internet banking service, Mobile / SMS

service and the overall satisfaction as the savings plus account holders benefit.

The Mediplus scheme holders have a deep association with the

divisions of the centralized funds management system, internet system, internet

banking, Mobile / SMS and overall satisfaction. The ultimate aim of the

holders of Medi-plus is to avail their various financial needs through a wide

menu of services like centralized funds management system, Internet system,

internet banking Mobile / SMS and finally to reach the overall satisfaction.

The basic banking no frills account holders are having a deep

association with the classification of Mobile / SMS service and overall

satisfaction. It is identified that the above said account holders are informed

customers about their banking details through Mobile/ SMS service and there

by attain maximum satisfaction.

The yuva savings bank account holders are having an intense

association with the clusters of internet banking, Mobile / SMS and overall

satisfaction as these clusters facilitate young minds to manage their personal

finance by the usage of yuva savings bank account and attract the new young

customers.

188

Table 5.32 depicts the association between the Information

Technology based services offered by SBI and ICICI banks and the various

segmentation of customer satisfaction.

Table 4.32. I.T. Based Services

Clusters

Cre

dit c

ard

ATM

deb

it ca

rd

Cas

h +

inte

rnat

ion

al

Trav

el c

ard

Inte

rnat

ion

al A

TM

cum

Deb

it G

old

inte

rnat

ion

al d

ebit

1 Payment system -- -- -- -- -- 7.148 (0.028)

2 Settlement system -- -- -- -- 6.689 (0.035) --

3 ATM 8.202 (0.017) -- -- -- 12.562

(0.002) --

4 Internet banking 17.440 (0.000)

9.087 (0.011)

57.877 (0.000)

46.088 (0.000)

9.355 (0.009)

16.929 (0.000)

5 Mobile / SMS -- -- 20.789 (0.000)

28.835 (0.000)

19.908 (0.000)

7.456 (0.024)

6 Overall satisfaction -- -- -- 14.754 (0.001) -- --

The study of the Table 4.32 reveals that the Credit Card holders are

well associated with the dimensions of ATM service and Internet banking

service. Based on that it is ascertained that the credit card holders become user

friendly towards the internet banking service and ATM service.

ATM debit card holders have a very close link with internet banking.

The use of this debit card facilitates the holder of the card at the point of sales

to make payment, even from home for obtaining cash and also serves the

purpose as that of a cheque. The cash international service availed by the

customers have their link towards internet banking and Mobile / SMS. The

challenge of such service is to serve the mass market customers. The internet

banking and Mobile / SMS have become an accepted sales channel for

financial service products.

189

The travel card holders are closely linked with the internet banking,

Mobile / SMS and overall satisfaction. These three divisions of clusters

provide to maintain a high level of public confidence to travel fearlessly to all

ends of the globe. The international ATM cum debit card holders are well

linked with the payment system, ATM, Internet banking and Mobile / SMS.

The holders of this card are benefited towards under geographical

reach and convenient connectivity for the payment at the point of sales and

withdrawal of cash by the usage of the above E-banking component.

The Gold international Debit Card holders are closely associated with

the segmentation of payment system Internet banking and mobile / SMS.

Sophisticated international travelers hold the priority towards the gold

International Debit Card. It facilitates to avail all privileges through internet

banking and Mobile / SMS.

190

Table 4.33 identified the association between the services offered by SBI and

ICICI banks and the clusters of customer satisfaction.

Table 4.33. I.T. Based Services

C

lust

ers

Smar

t car

d

Gift

car

d

Yuv

a ca

rd

E-p

ay c

ard

Vis

hwa

yatr

a fo

reig

n tr

ade

card

C

orpo

rate

ca

rds

Prep

aid

card

s

1 Debit card management solution

-- -- -- -- -- -- 6.462 (0.040)

2 ATM -- -- -- -- -- 7.108 (0.029)

9.622 (0.008)

3 Internet banking 14.028 (0.001)

41.789 (0.000)

29.365 (0.000)

20.875 (0.000) -- 36.907

(0.000) 16.999 (0.000)

4 Mobile / SMS 16.699 (0.000)

22.692 (0.000)

25.598 (0.000)

10.614 (0.005)

6.659 (0.036) -- --

5 Overall satisfaction 12.167 (0.002)

19.252 (0.000)

18.002 (0.000) -- -- -- 6.637

(0.036) The smart card holders are deeply associated with the internet

banking, Mobile / SMS and overall satisfaction. The card holders are benefited

towards a multiple number of cards service through one smart card. This

service result in an increase in the use of electronic and card based payments in

retail transactions. This leads to close association with the two components of

E-banking and provides an overall satisfaction.

The gift card holders and the yuva card holders are having an

extensive association with the Internet banking, Mobile / SMS and overall

satisfaction. The above two type of card holders linked with visa international

receive comfort, convenience and acceptability by the usage of such cards

through the above E-banking segments.

191

The E-pay card holders are deeply associated with the Internet

banking and Mobile / SMS. The customers of E-paycard avail the personalized

services (Payment of utility bills) from their home. This privilege eases them

from the drudgery of the day’s task.

The corporate card holders are well associated with the ATM and

internet banking. It is a great to the employees of the corporate sector to

enhance current and future relationships with banking sector. It also provides

higher degree of convenience and accessibility both to the employee and

employer of the corporate sector.

The prepaid card holders have an interaction with debit card

management solution, ATM, internet banking and overall satisfaction. The

holders of this card should be meticulous as it limits their use. Nevertheless,

they can avail the benefit of ATM and internet banking services and attain the

overall satisfaction of its use.

192

Table 4.34 reveals the association between the Information Technology based

services offered by SBI and ICICI and the segmentation of customer

satisfaction.

Table 4.34. I.T. Based Services

Clusters Internet

services

Online

trading

Mobile

banking

Trading

service

ATM

1 ATM -- -- --

6.714

(0.035) --

2 Internet

banking

24.034

(0.000) --

12.147

(0.002)

36.238

(0.000)

8.823

(0.012)

3 Mobile /

SMS --

7.265

(0.026) --

19.933

(0.000)

15.894

(0.000)

4 Overall

satisfaction

13.106

(0.001)

11.435

(0.003) --

28.999

(0.000)

34.873

(0.000)

The Internet service availed customers are having an extreme

association with the divisions of internet banking and overall satisfaction. The

customers who can operate the bank account from home facilitate the

convenience of making payments, transfer of funds and carrying on all normal

transactions from the desktop. This ultimately leads to overall satisfaction of

the customers.

The On line trading services carried out by the customers are closely

associated with the mobile / SMS and overall satisfaction. The basic trading

requirements by the traders are fulfilled through the immediate response over

this cluster of mobile / SMS services. This finally leads to overall satisfaction

of the customers.

193

The Mobile banking service holders have a close link with the

Internet banking. The combination of the two e-banking (Mobile banking and

Internet banking) service and segmentation enhances the banking transaction

effectively.

The trading service availed customers are closely connect with ATM

service, Internet banking, Mobile / SMS and overall satisfaction segmentation.

The customers are facilitated towards the easy payment, one to one contact and

speedy response over the adoption above clusters. This also initiates the

overall satisfaction of the customers.

The ATM service availing customers have interlinked with Internet

banking, Mobile / SMS and overall satisfaction. The customers of ATM

service are privileged to avail anytime cash deposit and withdrawal through the

transactions carried out by Internet banking and Mobile / SMS. This adds to

the overall satisfaction of ATM services.

194

Table 4.35 represents the association between the services offered by SBI and

ICICI and the segmentation of customer satisfaction.

Table 4.35. I.T. Based Services

Clusters Investment

services

Cash

management

services

Broking

services

RTGS /

NEFT

E-

invest

1 Structural

financial

messaging

solutions

-- -- -- -- 9.479

(0.009)

2 ATM 6.286

(0.043) -- -- -- --

3 Internet banking --

15.278

(0.000)

7.211

(0.027)

8.037

(0.018)

16.216)

(0.000)

4 Mobile / SMS --

6.355

(0.042) --

16.003

(0.000)

10.221

(0.006)

5 Overall

satisfaction --

10.098

(0.006) --

8.867

(0.012)

8.650

(0.013)

The investment services availed customers are deeply associated with

the ATM services. The anytime deposit and anytime payment enable the

customers to accelerate their investment services effectively.

The cash management service preferring customers are intensively

associated with the Internet banking, Mobile / SMS and overall satisfaction.

The dispensing of surplus cash by the customers is carried out effectively with

the segmentations of Internet banking, Mobile / SMS.

195

The broking service availed customers are closely associated with the

Internet banking. The Internet banking customers can have an easy access to

the bank branches rendering the broking services at the expense of time and

cost.

The RTGS / NEFT (Real gross settlement and Net Electronic Fund

Transfer) service used customers are extensively associated with the internet

banking, mobile / SMS and overall satisfaction. The customers who expect

swift service with minimal response of time, and efficient service delivery have

access to internet banking and overall satisfaction segmentations.

The E-invest service availed customers are closely related to the

structural financial messaging solutions, internet banking, mobile / SMS and

overall satisfaction. The investors find it is convenient to make investment in

public issue through the usage of internet banking, mobile / SMS and overall

satisfaction.

196

Table 4.36 represents the association between the services offered by SBI and

ICICI and the segmentation of customer satisfaction.

Table 4.36. I.T. Based Services

Clusters MICR Multi city

cheques

RBIEFT E-Pay ECS

1 Internet system -- --

7.968

(0.019) -- --

2 Debit card

management solution -- --

6.987

(0.030) -- --

3 Internet banking 6.480

(0.039)

10.029

(0.007) -- -- --

4 Mobile / SMS -- -- -- --

7.983

(0.018)

5 Overall satisfaction 7.088

(0.029)

6.143

(0.046)

7.866

(0.020)

8.242

(0.016) --

The MICR (Magnetic Ink Character Recognition) feature found (at

the base of the) cheque is closely associated with the Internet banking and

overall satisfaction. This technology facilitates to minimize chances of error,

make easy clearing and transfer of funds become faster for customers. It is a

privilege for both customers and bank offering overall satisfaction.

The MCC (Multi City Cheque) facility is closely associated with

Internet banking and overall satisfaction segmentations. The business clients

find that it is convenient to disburse payment to their acknowledged clients

over Internet banking transaction.

197

The RBIEFT technology is closely knit with the internet system

cluster. Debit Card management solutions and overall satisfaction. This helps

in the transfer of funds between the branches through RBI over Internet

banking.

E-pay card holders are closely associated with the overall satisfaction

cluster. Due to the availability of funds, it is made easy for the customers to

withdraw his required amount at anytime from any ATM and also know of his

balance at free of charge.

ECS (Electronic Clearance Service) system is well associated with

the Mobile / SMS. The customers who adopt this system avail the benefit of

speedy response in transfer of funds and getting information as required.

198

Table 4.37 represents the association between the services offered by SBI and

ICICI and the segmentation of customer satisfaction.

Table 4.37. I.T. Based Services

Clusters Tele /

Mobile

banking

SMS

services

Foreign

inward

remittance

Safe

deposit

locker

NRI

services

1 Payment system -- -- --

7.135

(0.028)

7.014

(0.030)

2 Centralized funds

management

system

-- -- -- -- 6.648

(0.036)

3 Structural

financial

messaging

solutions

-- 6.214

(0.045) -- -- --

4 Internet banking --

6.001

(0.050) -- --

10.972

(0.004)

5 Mobile / SMS 13.628

(0.001) -- --

10.133

(0.006)

6.342

(0.042)

6 Overall

satisfaction --

20.093

(0.000)

18.795

(0.000) --

6.833

(0.033)

The Tele/Mobile banking is deeply associated with Mobile / SMS.

The customers who avail this service acquire speedy response towards the

banking transactions.

199

The SMS service is closely knitted with the structural financial

messaging solutions internet banking and overall satisfaction. The customers

who avail this service benefit a quick response towards the financial aspects

and banking operations over the Online banking. This offers an overall

satisfaction to the SMS service customers.

The foreign inward remittance is closely related to the overall

satisfaction. The customers who avail this service are fully satisfied the way in

which the remittance made effectively and accurately.

The safe deposit lockers remittance is deeply linked with the payment

system and mobile / SMS. The customers who avail this service find it is

convenient towards the remittance of rent. In addition to the transfer of

information from either side is made possible through mobile / SMS service.

The NRI services are closely linked with the payment system, central

funds management system, Internet banking, mobile / SMS and overall

satisfaction. The customers who are away from their home land avail the NRI

services. They benefit extensively towards the remittance and management of

funds. They log in and log out easily from wherever they are, making

transactions easily, immediately effectively and accurately through internet

banking and mobile / SMS service. This ultimately leads to the overall

satisfaction.

200

DIFFERENT CLUSTER COMBINATION AND TWO TYPES OF

BANKS

The present study deals with the public sector and a private sector

banks. In particular the cluster classifications are carried out based on the

perceptual difference among the customers. In this section the association

between the type of banks and their cluster classifications are tested through a

non-parametric chi-square approach.

Association between type of banks and the clusters of payment system

Table 4.38. Payment system Type Normative Web assisted Felicity Total SBI 104 95 68 267 ICICI 115 75 89 279 Total 219 170 157 546

From Table 5.38 it is found that in SBI 39% is normative in nature,

35.6% customers are web oriented and 25.5% customers are identified as

convenient type. It is also located from the above table that in ICICI bank

41.2% is agreeable in nature, 26.9% are web connected customers and 31.9%

are found convinced.

Chi-Square Tests

Value df Asymp. Sig.

(2-sided) Pearson Chi-Square 5.453(a) 2 .065 Likelihood Ratio 5.465 2 .065 Linear-by-Linear Association .349 1 .554 N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 76.77.

201

The Chi-square value is 5.453 and P is equal to 0.065, which are

statistically proved as insignificant. Therefore it can be understood that there is

no association between the different types of banks and the payment system

clusters. Both the bank customers have the same type of perceptions towards

the payment system service.

Association between the type of banks and the clusters of the settlement

system

Table 4.39. Settlement System

Type Mediocre Cluster

Discontented Clusters

Technical Expectant Cluster

Total

SBI 172 22 73 267 ICICI 187 2 90 279 Total 359 24 163 546 In the context of the settlement system, Table 4.39 reveals that in SBI

64.4% of customers are in the mediocre status, 8.2% of customers are in the

discontented level and the remaining 27.3% customers are considered as

technologically preferred. In ICICI 67% is at mediocre level, 0.72% is related

to discontented behaviour and 32.3% customers are referred as technocrats.

Chi-Square Tests

Value df Asymp.

Sig. (2-sided) Pearson Chi-Square 18.812(a) 2 .000 Likelihood Ratio 21.642 2 .000 Linear-by-Linear Association .088 1 .767

N of Valid Cases 546 a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 11.74.

202

The Chi-square value is 18.812 and P is equal to .000 which is

statistically proved as significant. So it is understood that there is an association

between the banks and the settlement system clusters. Therefore it can be

concluded that the customers of SBI and ICICI bank perceived different

notions pertaining to the settlement system. This further concludes the

technicalities in SBI and ICICI bank for the settlement system gave different

projections to their customers.

Association between the type of banks and the clusters of the centralized

funds management system.

Table 4.40. Centralized Funds Management System Type Routine

Cluster Privileged Cluster

Pessimistic Customers

Total

SBI 160 71 36 267

ICICI 143 108 28 279

Total 303 179 64 546

Table 5.40 presents that in SBI 59.9% of customers are routine

activity oriented 26.6% belong to the privileged class and 13.48% of customers

are traced as pessimistically characterized. In ICICI bank 51.25% of customers

are related to the routine type, 38.7% of customers are privilege availed and

10% is pessimistic in nature.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Pearson Chi-Square 9.343(a) 2 .009

Likelihood Ratio 9.397 2 .009

Linear-by-Linear Association .773 1 .379

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 31.30.

203

The chi-square value is 9.343 and P is equal to .009, which is

statistically proved as significant. Based on this fact it is stated that there is an

association between the banks and the centralized funds management clusters.

Hence, it can be further concluded that the customers of SBI and ICICI differ

in their perception due to the effect of the information technology inputs on the

business outputs of the banks.

Association between the type of banks and the clusters structured financial

messaging solutions.

Table 4.41. Structured Financial Messaging Solutions

Type Unanswered Saturated Information

seekers

Total

SBI 71 124 72 267

ICICI 74 144 61 279

Total 145 268 133 546

Table 4.41 reveals that, in SBI 26.6% are unanswerably placed,

46.4% of customers are at saturated level and 27% of customers are seeking

information. Regarding the ICICI bank 26.5% are related to the unanswered

category, 51.6% of customers have reached the saturated stage and 21.9% of

customers are in search of information.

Chi-Square Tests

Value df Asymp. Sig. (2-

sided) Pearson Chi-Square 2.202(a) 2 .333 Likelihood Ratio 2.203 2 .332 Linear-by-Linear Association .678 1 .410

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 65.04.

204

The chi-square value of the table is 2.202, and P is equal to .333,

which is statistically proved as insignificant. Thus it leads you to conclude that

there is no association between the banks and the structured financial

messaging solutions serving clusters. From the above analysis it is also stated

that the compact of the information technology adopted in SBI and ICICI bank

for the delivery of structural financial messaging solutions pave the way for

similar different perceptions to their customers.

Association between the type of banks and the clusters Internet system

Table 4.42. Internet System Type Unaccomplished Non-cooperative Hi-Tech Total

SBI 85 16 165 266 ICICI 74 8 197 279 Total 159 24 362 545

Table 4.42 represents that in SBI 32% are in an unaccomplished

status 6% is of non cooperative nature and 62.03% is located as Hi-technology

based customers. The same table reveals that in ICICI 26.5% is at the

unaccomplished level 2.9% are considered as of non-cooperative attitude and

70.6% is related to Hi-tech oriented.

Chi-Square Tests

Value df Asymp. Sig. (2-

sided)

Pearson Chi-Square 5.950(a) 2 .051 Likelihood Ratio 6.002 2 .050 Linear-by-Linear Association 3.265 1 .071 N of Valid Cases 545

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 11.71.

205

The chi-square value of the above table is 5.950 and P is equal to .051

which is statistically proved as insignificant. Hence, it is derived that there is

no association between the banks and the internet clusters. Both these bank

customers have perceived the service of the Internet system in the same

manner.

Association between the type of banks and the clusters Debit card

management solutions.

Table 4.43. Debit Card Management Solutions

Type Safety oriented Systematic Reluctant Total

SBI 147 103 17 267

ICICI 143 128 8 279

Total 290 231 25 546

Table 4.43 states that in SBI 55% of customers are safety related

38.6% are systematic in their activities and 6.4% customers are reluctant in

their behavior. In ICICI bank, it is found that 51.25% belong to the safety

connected 45.9% is identified as having systematic culture and 2.9% of

customers are reluctant in their attitude.

Chi-Square Tests

Value df Asymp. Sig. (2-

sided) Pearson Chi-Square 5.740(a) 2 .057 Likelihood Ratio 5.816 2 .055 Linear-by-Linear Association .004 1 .952

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 12.23.

206

The chi-square value is 5.740 and p is equal to .057, which is

statistically proved as insignificant. Thus it can be rightly said that the banks

have no association with the clusters of the debit card management system. It

is also further concluded that the customers of these two banks have the same

type of perception towards the service of debit card management solutions.

Association between the type of banks and the clusters of Core Banking

Table 4.44. Core Banking

Type Liberalized Globalised Sensitive Total

SBI 121 126 20 267

ICICI 140 135 4 279

Total 261 261 24 546

Table 4.44 represents that in SBI 45.3% of customers have liberalized

experience, 47.19% have recognized the globalised effect and 7.5% of the

customers are sensitive in nature. In ICICI bank, it is found that the liberalized

oriented customers are 50.2%. The globalised level customers are 48.4% and

1.43% of customers are prone to sensitiveness.

Chi-Square Tests

Value df

Asymp. Sig.

(2-sided)

Pearson Chi-Square 12.102(a) 2 .002

Likelihood Ratio 13.075 2 .001

Linear-by-Linear

Association 4.867 1 .027

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 11.74.

207

The chi-square value is 12.102 and P is equal to .002, which is

statistically proved as significant. So it is established that the banks have an

association with the clusters of the core banking system. Based on the above

result it is concluded that the customers of SBI and ICICI bank differ in their

perception due to the information technology input in their performance

towards the core banking services.

Association between the type of banks and the clusters of ATM service

Table 4.45. ATM Service

Type Panic Acceptable Tech-savy Total

SBI 106 85 75 266

ICICI 105 69 105 279

Total 211 154 180 545

Table 4.45 projects clearly that in SBI 39.8% of customers are

noticed to be panic in nature, 32% belong to the acceptable tendency and

28.2% customers are tech-savy type. In ICICI bank the customers who are all

panic in their behaviour are 37.6%. Acceptable attitude customers are 24.7%

and it is considered that 37.6% of customers are tech-savy oriented.

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 6.361(a) 2 .042 Likelihood Ratio 6.383 2 .041 Linear-by-Linear Association 2.585 1 .108

N of Valid Cases 545

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 75.16.

208

The chi-square value is 6.361 and p is equal to .042, which is

statistically proved as significant. From the above table it is definite that there

is an association between the banks and the ATM clusters. Further it is

ascertained that the customers of SBI and ICICI banks expressed their

perception differently towards the services of ATM. Finally it is concluded that

the financial portals adopted in SBI and ICICI bank for the ATM services

provided different impact.

Association between the type of banks and the clusters of Internet Banking

Table 4.46 Internet Banking

Type Self operative Unattractive Factual Total

SBI 90 92 85 267

ICICI 104 80 95 279

Total 194 172 180 546

Table 4.46 depicts that in SBI 33.70% of customers are self oriented,

34.5% are unattractive in their nature and 31.8% are related to the facts

dependable. The ICICI bank exhibits that 37.3% of the customers are of self-

operative attitude, 28.7% are considered as unattractive type and 34% of

customers are facts insistent.

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 2.140(a) 2 .343 Likelihood Ratio 2.141 2 .343 Linear-by-Linear Association .036 1 .849

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 84.11.

209

The chi-Square value is 2.140 and P is equal to .343 which is greater

than .05 at 5% level, so it is statistically proved as insignificant that leads to

decide that there is no association between the banks and the Internet clusters.

It can be further said that the customers of SBI and ICICI bank are in the same

type of perception towards the transactions through the internet system.

Association between the type of banks and the clusters Mobile / SMS

services.

Table 4.47. Mobile / SMS services

Type Suspicious mCommerce Communicative Total

SBI 48 117 102 267

ICICI 48 138 93 279

Total 96 255 195 546

Table 4.47 presents that in SBI 18% of their customers are of a

suspicious mind, 43.8% are related to mobile linkers and 38.2% are noticed as

communication oriented. In ICICI bank, 17.2% of customers belong to a

suspicious category, 49.5% are identified as mobile users and 33.3% are noted

as communication exchangers.

Chi-Square Tests

Value df

Asymp. Sig.

(2-sided)

Pearson Chi-Square 1.882(a) 2 .390

Likelihood Ratio 1.883 2 .390

Linear-by-Linear

Association .457 1 .499

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 46.95.

210

The chi-square value is 1.882 and P is equal to .390, which is

insignificant. Based on this result it is understood that there is a no relationship

between the type of banks and the clusters. It is also understood that the

customers of SBI and ICICI bank are similar in their perception related to the

service of Mobile / SMS.

Association between the type of banks and the clusters of Overall

Satisfaction.

Table 4.48. Overall Satisfaction

Type Fulfilled Delighted Improvement

seekers Total

SBI 16 167 84 267

ICICI 18 201 60 279

Total 34 368 144 546

Table 4.48 illustrates that in SBI 6% belong to fulfilled position,

62.5% of customers are identified as delightful level and 31.5% are in search of

improvement. In ICICI bank 6.5% customers have reached the full-fledged

stage, 72% of customers are found delighted and 21.5% of customers require

information always.

Chi-Square Tests

Value df

Asymp. Sig.

(2-sided)

Pearson Chi-Square 6.999(a) 2 .030

Likelihood Ratio 7.018 2 .030

Linear-by-Linear

Association 5.175 1 .023

N of Valid Cases 546

a 0 cells (.0%) have expected count less than 5. The minimum expected count

is 16.63.

211

The chi-square value is 6.999 and P is equal to .030, which is

significant. Based on the significance level it is understood that the banks have

an association with the overall satisfaction clusters. So the above solution

offers the customer’s perception of the overall satisfaction towards the

Information Technology based products and services of SBI and ICICI bank. It

represents inconsistent values. So it is further concluded that the technology

infrastructure in SBI and ICICI bank contribute different opinion to the

customers of the banks in terms of customers satisfaction parameter.

HYPOTHESIS TESTING – 1 Customer satisfaction does not defer on the basis of computerized services, core

banking services, ATM services, internet banking services and mobile / SMS

services.

The overall customer satisfaction and satisfaction over I.T based

products differ significantly with respective to the different types of banks.

The cluster analysis clearly distinguished the satisfaction level of customers in

two types of the banks taken as sample. Therefore the Null -hypothesis is

rejected at 5% level and concluded that the customers satisfaction of SBI and

ICICI customers differ with respect to various products and services.

Conclusion This Chapter deals with analyzing and evaluating the customer

satisfaction levels with respect to I.T. based products and services in SBI and

ICICI banks. It can be concluded that Customer satisfaction defers on the basis

of various I.T. based Products and services.